I ordered two cashmere blankets from the store and clicked on 'confirm order' for a total of US$590. Subsequently, I checked my credit card and realised that they had charged me US$754 instead. I emailed them to ask them to explain the charges, and they then emailed me with an invoice attributing the extra charges to shipping. I pointed out that that was unacceptable since when I confirmed the order, it was on the basis as in the webmail confirmation that shipping charges were US$0, and asked them to provide evidence of the charges.

They wrote back rudely to me to tell me that I couldn't seriously believe that shipping was free, upon which I pointed out that to charge customers unilaterally after they had confirmed their order was an unacceptable business practice and if they could not acknowledge the validity of that complaint, I would be informing American Express and the relevant consumer authorities of the matter. I also pointed out that legally since I confirmed the order at US$540, the extra charges were invalid.

I then got back three emails telling me to refuse the charges because they did not want a customer like me, that I was a miserable attorney and a snake because I tried to cut out their middleman (I am not sure where this came from, I had called emailed another website to ask for a quote but they had not gotten back to me at that point and this website appeared to be cheaper) and that I 'had noone in my life because I was a snake bitch and I know people well'.

I have to say, I was quite taken aback to get these emails since it looks like a very professional and legitimate website. I would not have purchased from them otherwise.